TUI Cruises GmbH

Senior Customer Service Manager (all gender) for the Hapag-Lloyd Cruises brand

Management, leadership, Organization, administration, office, Sales, marketing in tourism
Home Office
Active since: 20.06.2024

TUI Cruises is one of the leading cruise operators in the German-speaking world. The joint venture of TUI AG and the US cruise group Royal Caribbean Group Ltd. employs around 750 people in Hamburg and Berlin and operates 12 cruise ships. The 7 ships in the Mein Schiff® fleet offer contemporary vacations at sea in the premium segment. The traditional brand Hapag-Lloyd Cruises stands for luxury and expedition cruises with 5 ships.

The company already has one of the most modern, environmentally and climate-friendly cruise fleets in the world. As part of its sustainable growth, three more new ships are planned by 2026.

TUI Cruises GmbH is looking for a new position in Hamburg as soon as possible:

Senior Customer Service Manager (all gender) for the Hapag-Lloyd Cruises


Location: Hamburg, HH, DE, 20097
Job function: Customer advice
Contract type: Fixed-term
Working time: 40
Job number: 127503


  • Planning, implementing and monitoring projects to increase the turnover of the direct customer team
  • Optimizing the quality of service and advice as well as the transfer of knowledge within the direct customer team (planning, training, coaching)
  • Management and planning of personnel deployment
  • Managing the flow of information between the interfaces (product management, sales, tourism, etc.) and within the HLC Services department
  • Operatively ensuring that the key figures defined for the direct customer team are achieved
  • Responsibility for all operational, team-internal processes for travel processing (VISA, ESTA, medical questionnaires, flowers, e-lists, etc.)
  • Participation in the personnel selection process
  • Management and development of the direct client team
  • Support in the operational business of the team: Competent and efficient handling of telephone vacancy, option and booking inquiries as well as reservations, rebookings and option cancellations from end customers and travel agencies with the aim of achieving a high case completion rate
  • Active support for direct customers, if necessary also on site, with the aim of increasing customer loyalty and sales


  • Completed tourism training and several years of professional experience in sales in a tourism company
  • Business management knowledge and cost awareness
  • First management experience and knowledge/experience in personnel deployment planning
  • High understanding of quality, strong sales and service orientation
  • Confident communication and confident demeanor paired with diplomatic assertiveness towards the various contact persons
  • Committed and independent way of working with the ability to solve cross-team issues, e.g. optimization of work processes, especially with the interfaces to other departments
  • Analytical and organizational skills as well as flexibility
  • Very good knowledge of DaVinci and IATA
  • Very good knowledge of English and MS Office


  • A flexible working time culture with two mobile office days per week
  • A competitive salary with profit-sharing and 30 vacation days
  • Attractive discounts on cruises with our fleets as well as on many other offers in the tourism sector
  • Subsidy for your public transport ticket and your PLUXEE Restaurant Pass
  • A modern workplace in a central location, just one "nautical mile" from the main train station
  • A contemporary management and corporate culture guided by our values of "appreciation, trust and sustainability"
  • Regular feedback and development meetings to specifically promote your strengths and professional career
  • "voiio" as a strong employee assistance partner at your side
  • As well as many other extensive social and health benefits (JobRad, in-house gym, parent-child office, company fitness cooperation with WELLPASS, internal yoga courses, massage, company pension scheme and much more)

We keep the guest in focus every step of the way! Would you like to go that extra mile with us?

We look forward to receiving your application - regardless of your age, gender, nationality, ethnic origin, religion, ideology, sexual orientation and/or disability.

Please apply online only with your detailed and complete application documents (cover letter, CV, references/certificates).

Do you have any questions about TUI Cruises and/or our application process? On our career page you will find comprehensive information and FAQs. Or send us an e-mail to We'll get back to you as soon as possible.

Additional job locations
Entry date
ab sofort
Contract tye
Permanent position
keine Angabe
Picture of the contact person for this job.
Simone Weber
Talent Acquisition
Employer Info
TUI Cruises GmbH
Heidenkampsweg 58
20097 Hamburg
4 offene Stellen anzeigen

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